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1.3. HelpSpot 5.6.17

New AI Response Composer

The new AI Response Composer provides several tools to help agents draft, revise, translate, and fine-tune responses using a familiar chat-like interface, directly within the existing response composer. Read the documentation to learn more about these new features.

• Use a ChatGPT-like interface to provide short instructions such as "tell the user how to return the item" or "make it less verbose" to produce responses in a tone and style consistent with your organization's voice.
• Create centrally managed, pre-built prompts that allow agents to perform common tasks (translation, tone adjustment, etc.) with a single click. Learn more about creating prompts to help your entire team work consistently.
• Quickly find and link Knowledge Base articles and external URLs to provide additional context for drafting responses.
• Each agent can personalize their writing style using custom prompting configuration and tone selection.

New AI Knowledge Base Article Generator

With just a few clicks, agents can generate Knowledge Base articles using context from specific requests or complete request histories. Read the documentation to learn more.

• Agents can iterate on generated article content multiple times using AI Composer–style prompting.
• When ready, the generator creates a private (unpublished) draft page in the specified book and chapter for human review and further editing.

New AI Request History Summaries

We've added a new feature that condenses request updates into concise, AI-powered line-item summaries.

• Presented in reverse chronological order, summaries make it easy to catch up on long-running conversations or quickly locate important details shared earlier in the request.
• Generated summaries persist with the request and are automatically regenerated as new updates are added.

Support for Microsoft Advanced (Self-Managed) Mailboxes

We've added a new mailbox type, Advanced Microsoft Mailbox. Available from Admin > Email Mailboxes, this connection manages authentication directly through a customer-controlled Microsoft Entra application within an Azure tenant.

• Supports strictly regulated environments, including Microsoft 365 Government Cloud (GCC, GCC High, DoD), as well as commercial Microsoft 365 environments.
• Removes the dependency on the HelpSpot Email Authentication service while functioning similarly to other OAuth mailbox integrations (Microsoft and Google).

Other Enhancements

• Several Enhanced Search (see 5.6.15) improvements and optimizations have been implemented to improve query performance and indexing efficiency.
• In the Web API, an optional flag has been added to include time tracking values in the private.request.get, private.request.multiGet, and private.request.search endpoints.

Bug Fixes

• Fixed an issue that could cause email subject lines to be truncated under rare character encoding conditions.
• Quick Search is now more tolerant of quotes, spaces, and certain special characters.
• Addressed several additional minor cosmetic, labeling, and internationalization issues.

Knowledge Tags

AI Composer  /  AI  /  Mailboxes  /